Tailscale

Customer Support Engineer

Remote (United States)

Sponsorship not specified$97k-$121kDetected 4 days ago

Node.jsAzureKubernetesLinuxStatisticsJiraCustomer SupportTCP/IPDNSFirewallVPNCommunicationCollaborationMentoring

About the role

From hobbyists to multinational corporations, teams of every size use Tailscale each day to protect their networks, share access to internal tools, and more.
You will serve as the face of the company for teams and companies using Tailscale, handling a broad range of tickets that will help flex your technical muscles.
The salary range displayed on each job posting represents the target range for a new hire's base salary.

Manage a ticket queue with a consistent focus on SLA adherence, ensuring timely first responses and resolutions.
Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance.
Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience.
Own escalations of technically complex tickets from Tier 1, including those originating from free-tier users, ensuring issues beyond Tier 1's scope are resolved efficiently and thoroughly.
Mentor and support Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions.
Familiarity with Jira and Slack to manage internal workflows and collaborate effectively across distributed teams
We support intentional in-person connection through team travel and distributed collaboration.
Support for your personal and professional development.

4+ years of experience in a technical support role within a SaaS company, with demonstrated experience handling escalated or enterprise-tier accounts.
Strong working knowledge of networking fundamentals
TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing - with the ability to apply this knowledge to real-world troubleshooting scenarios.
Show proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile platforms.
Experience working with identity providers and SSO integrations (e.g. Okta, Google Workspace, Azure AD) as they relate to device or user authentication.
Familiarity with log analysis and CLI-based diagnostic tools to independently investigate issues before escalating.
Excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity.
And that flexibility in how and when you work empowers our team to integrate work and life.
Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues.

Hands-on familiarity with Tailscale or comparable networking/VPN products (i.e. WireGuard, traditional VPNs) strongly preferred.

The salary range displayed on each job posting represents the target range for a new hire's base salary.
Tailscale's compensation package includes base salary, equity, and comprehensive benefits.
$97,000 - $121,000 USD
Attend our annual company retreat, participate in team off-sites, and collaborate in person with teammates across Canada, the United States, the United Kingdom, and Singapore.
Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities.

An inclusive, flexible environment where you can be your authentic self.
This includes a base salary, an equity incentive plan and variable commission (for quota-based roles).
Comprehensive group benefits with no waiting period.
Take advantage of coverage for health, vision, dental, and more for you and your family!
Employer-funded retirement contributions.
Tailscale will match your retirement contributions dollar-for-dollar, up to a maximum annual employer contribution equal to 0.75% of your eligible compensation.
Paid time off and a healthy work-life integration.
Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world!
A build-your-own home office setup.
You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $500 USD to customize your workstation to make it your own.
Paid parental leave program.
We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups (20 weeks for birthing parents, 16 weeks for non-birthing parents).

Serve as the primary escalation point for technically complex tickets raised by paying customers, taking full ownership through to resolution.
What We Are Looking For
As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels.

If you require an accommodation at any stage of the recruitment process or related to any aspect of this role, please contact your recruiter.

This listing is sourced directly from Tailscale's careers page and normalized into a canonical job model.